Getting Started with AwareCx

New to AwareCX?

Follow these steps to set up your workspace, import your customers, and send your first survey in minutes.

Create Your Account

To get started with AwareCX, sign up using your email address. You will receive a verification email. Click the link in the email to confirm your account.

Once verified, you will be prompted to create your organization. Your organization is your workspace where all contacts, surveys, and team activity are stored.

Organization Setup

Organization Name
Enter your company or business name.
Example: Acme Services

After creating your organization, AwareCX will guide you through a short setup wizard to configure your workspace.

Workspace Setup Wizard

After creating your organization, AwareCX walks you through a four-step setup wizard. Each step is optional and can be completed later from Settings, but completing them now helps your surveys appear professional from the start.

Step 1 — Upload Your Logo

Upload your company logo. Supported formats include PNG, JPG, or SVG with a maximum size of 2MB.

Your logo appears in survey emails and response pages, so customers recognize who the survey is from.

Step 2 — Set Brand Colors

Choose a primary color and an accent color using hex codes or the color picker.

These colors are applied to your survey emails and response pages so the experience matches your brand identity.

Step 3 — Add a Service Descriptor

A service descriptor is a short phrase that appears beneath your logo in surveys. It helps recipients understand your relationship with them.

Examples:

• “Your property's internet service provider”

• “Your home cleaning service”

This is helpful when your company name alone may not be immediately recognizable to the recipient.

Step 4 — Invite Your Team

Enter the email addresses of team members you would like to invite.

They will receive an email invitation to join your workspace. Team members can view survey results, manage contacts, and collaborate on campaigns.

Tip:
You can return to these settings at any time by navigating to Settings in the left sidebar.

Import Your Contacts

Before sending surveys, you must add contacts to your workspace.

AwareCX supports importing contacts using CSV or XLSX files.

How to Import Contacts

1. Navigate to Contacts from the left sidebar.

2. Click Import to open the import wizard.

3. Upload your file using drag-and-drop or the file browser.

4. Map your columns to AwareCX fields such as First Name, Last Name, Email, Phone, or Account Name.

5. Review the validation results for duplicates, missing fields, or formatting issues.

6. Confirm the import.

After the import finishes, AwareCX displays a summary showing how many records were created, updated, or skipped.

Required Fields

Email Address
Required for sending email surveys.

First Name and Last Name
Used for personalization in surveys.

Optional but Recommended

Phone Number
Required if you plan to send SMS surveys.

Account Name
Groups contacts under a shared account for account-level reporting.

Tip:
You can also add individual contacts manually from the Contacts page by clicking Add Contact.

Create Your First Survey

AwareCX measures customer satisfaction using industry-standard methods:

NPS — Net Promoter Score
“How likely are you to recommend us?”
Scale: 0–10

CSAT — Customer Satisfaction Score
“How satisfied are you with our service?”
Scale: 1–5

Steps to Create a Survey

1. Navigate to Surveys in the left sidebar.

2. Click New Survey.

3. Enter a survey name.
   Example: Q1 Customer Satisfaction

4. Choose the measurement type: NPS or CSAT.

Configure Survey Settings

Cooldown Period
The minimum number of days before a contact can receive another survey from the same campaign.

This prevents survey fatigue.

Suppression Rules
Automatically exclude contacts who have recently been surveyed by any campaign in your workspace.

Follow-Up Questions (Optional)
Add open-ended questions that appear after the respondent submits their score. These responses provide context behind the rating.

Once configured, your survey is ready to send.

Send Your First Survey

After creating a survey, you will send it by creating a send, which is a batch of recipients who receive the survey.

Steps to Send a Survey

1. Open the survey detail page.

2. Click Create Send.

3. Select recipients.

You can choose contacts individually, by account, or by filtering your contact list. AwareCX automatically applies cooldown and suppression rules to prevent over-surveying.

4. Review the recipient list.

Contacts excluded by cooldown or suppression rules will be clearly indicated.

5. Choose a delivery method.

Send Immediately
All survey emails are sent right away.

Drip Send
Emails are distributed gradually over a defined time window.

6. Confirm and send.

Emails will be dispatched from your configured sender identity.

Tip:
Use Send Test Email to preview exactly what recipients will see before sending to your full list.

After Sending

You can monitor the send from the send detail page.

Track:

• Sent

• Delivered

• Bounced

Responses begin appearing in real time on the survey results page.

Review Your Results

Once responses begin arriving, AwareCX provides several ways to analyze and act on your data.

Dashboard

The dashboard provides a high-level view of your survey performance.

You will see:

• Overall health score

• Response trends

• Recent activity

The health score is a weighted composite of your NPS and CSAT scores across all active surveys.

Survey Results

Navigate to a specific survey to see detailed results.

You can view:

Score Summary
Your overall NPS or CSAT score with response breakdown.

Score Trend Chart
Track how your score changes across multiple sends.

Individual Responses
See each respondent's score, follow-up answers, and submission timestamp.

AI-Powered Insights
AwareCX can analyze open-ended responses and identify recurring themes or patterns.

Analytics

The Analytics page provides a deeper view across all surveys.

You can:

• Filter by date range

• Filter by survey

• Filter by account

• Compare NPS and CSAT trends

• Identify promoters and detractors

• Export response data

Tip:
The Getting Started checklist on your dashboard tracks your setup progress and helps ensure your workspace is fully configured.

You're Ready

That is everything you need to get started with AwareCX.

If you encounter any issues, visit the Troubleshooting & Support section or contact our team at:

contact@awarecx.com